Quality Assurance and Management concepts

1. Quality Assurance and Quality Management concepts
BP606T
Unit-1
Part-II
(Total Quality Management (TQM): Definition, elements, philosophies)
Snigdha Rani Behera
Associate Professor
ARKA JAIN UNIVERSITY

2. Total Quality Management (TQM):
Definition:
 Total Quality Management (TQM) is a set of management practices throughout
the organization geared to ensure the organization consistently meets or exceed
customer requirements.
 TQM refers to management methods used to enhance quality, based on the
participation of all members & aiming all long term success through customers
satisfaction & benefits to all organizations.
 According to ISO, TQM is defined as: "A management approach of an
organization centered on quality, based on the participation of all its
members and aiming at long term success through customer satisfaction and
benefits to all members of the organization and society”
 It plays a vital role in improving productivity, product quality and reduce
manufacturing cost by reducing rework and scrape.
ARKA JAIN University, Jamshedpur, Jharkhand

3. Total Quality Management (TQM):
Cont…..
 According to John Gilbert, Total Quality Management (TQM) is “a
process designed to focus on customer expectations, preventing problems,
building commitment to quality in the workforce and promoting open
decision-making”.
 W.Edwards Deming and Joseph M.Juran jointly developed the concept of
TQM.
 It has four main components
ARKA JAIN University, Jamshedpur, Jharkhand

4. Components of TQM
ARKA JAIN University, Jamshedpur, Jharkhand
Components
of Total
quality
Management
1.Quality
Planning
2.Quality
Control
3.Quality
Assurance
4.Quality
Improvement

5. Objectives of Total Quality Management :
 It is a Continuous process.
 Focus on customer satisfaction.
 Mistake prevention as a preventive step.
 Defect identification and quality improvement.
 Avoidance of wastes.
 Reduction of the lead time.
 Increase of the flexibility and profitability.
ARKA JAIN University, Jamshedpur, Jharkhand

6. Principle/Elements of TQM :
The key elements of the TQM approach are
1. Focus on customer:
 It is important to identify the organizations customers. The customers
ultimately determines the level of quality.
2. Employee Involvement:
 The quality is considered the job of all employees and employees
should be involved in quality initiatives.
 All employees participate in working toward common goals. So
management has provided the proper environment which integrate
continuous improvement.
ARKA JAIN University, Jamshedpur, Jharkhand

7. 3. Continuous improvement:
 The quest for quality is a never-ending process in which people are
continuously working to improve the performance, speed and number of
features of the product or service.
 These elements can be divided into four groups according to their
function
1. Foundation – It includes: Ethics, Integrity and Trust
2. Building Bricks – It includes: Training, Teamwork and Leadership
3. Binding Mortar – It includes: Communication
4. Roof – It includes: Recognition
ARKA JAIN University, Jamshedpur, Jharkhand

8. 1. a. Ethics -
 Ethics is the discipline concerned with good and bad in any situation.
 It is a two-faceted subject represented by Organizational and Individual
ethics.
 Organizational ethics establish a business code of ethics that outlines
guidelines that all employees are to adhere to in the performance of their
work.
 Individual ethics includes personal right and wrong.
b. Integrity -
 Integrity implies honesty, morals, values, fairness, and adherence to the
facts and sincerity.
 These characteristic is what customer expert and deserves to receive.
ARKA JAIN University, Jamshedpur, Jharkhand

9. c. Trust-
 Trust is the by-product of integrity and ethics conduct.
 Without trust, the framework of TQM cannot be build.
 It allows empowerment that encourages pride ownership and it
encourages commitment.
 Trust is essential to ensure customer satisfaction.
2. a. Training-
 Training is very important for employees require interpersonal skills, the
ability to function within teams, problem solving, decision making, job
management performance analysis and improvement, business economics
and technical skills.
ARKA JAIN University, Jamshedpur, Jharkhand

10. b. Teamwork -
 To become successful in business, teamwork is also a key element of TQM.
 With the use of terms, the business will receive quicker and better solutions to
problems.
 Teams also provide more permanent improvements in processes and operations.
c. Leaderships -
 It is possibly the most important element of TQM.
 It appears everywhere in organization.
 Leadership in TQM requires the manager to provide as inspiring vision, make
strategic directions that are understood by all and instill values that guide
subordinates.
ARKA JAIN University, Jamshedpur, Jharkhand

11. 3. Communication-
 It binds everything together. Starting from foundation to roof of the TQM
house, everything is bound by strong mortar of communication.
 It acts as a vital link between all elements of TQM.
 Communication means a common understanding of ideas between sender
and the receiver.
4. Recognition-
 It is the final and last element in the entire system.
 It should be provided for both suggestions and achievements for teams as
well as individuals.
 Employee strive to receive recognition for themselves and their teams.
Detection and recognition contributors is the most important job of a
supervisor.
ARKA JAIN University, Jamshedpur, Jharkhand

12. Philosophies Total Quality Management :
The Philosophy of TQM was born out of the concepts developed by four great
gurus of Quality Management.
 W. Edwards Deming
 Joseph M Juran
 Armand V Feigenbaum
 Philip Crosby
 Dr. W. Edwards Deming: (1900-1993) is considered to be Father of Modern
Quality.
 He preached that to achieve the highest level of performance requires more than a
good philosophy the organization must change its behavior and adopt new way of
doing business.
 Deming’s and his famous 14 Points.
ARKA JAIN University, Jamshedpur, Jharkhand

13. Dr. W. Edwards Deming’s 14
Points
1. Create constancy of purpose 8. Drive out fear
2. Adopt the new philosophy 9. Eliminate boundaries
3. Cease inspection, require evidence 10. Eliminate the use of slogans
4. Improve the quality of supplies 11. Eliminate numerical standards
5. Continuously improve production 12. Let the people be proud of their
work
6. Train and educate all employee 13. Encourage self-improvement
7. Supervision must help people 14. Commit to ever-improving
quality
ARKA JAIN University, Jamshedpur, Jharkhand

14. Point -1
 Create constancy of purpose toward improvement of the product and
service so as to become competitive, stay in business and provide jobs.
Point -2
 Adopt the new philosophy for economic stability. (We are in a new
economic age. We no longer need live with commonly accepted levels of
delay, mistake, defective material and defective workmanship).
Point -3
 Cease dependence on mass inspection: require instead, statistical evidence
that quality is built in.
Point -4
 Improve the quality of incoming materials. End the practice of awarding
business on the basis of a price alone. Instead, depend on meaningful
measures of quality, along with price.
ARKA JAIN University, Jamshedpur, Jharkhand

15. Point -5
 Find the problem: constantly improve the system of production and
service. (There should be continuous reduction of waste and continual
improvement of quality in every activity so as to yield a continual rise in
productivity and decrease in costs).
Point -6
 Institute modern methods of training and education for all. (Modern
methods of on-the-job training use control chats to determine whether a
worker has been properly trained and is able to perform the job correctly.
Statistical methods must be used to discover when training is complete).
Point -7
 Institute modern method of supervision.(Improvement of quality will
automatically improve productivity. Management must prepare to take
immediate action on the response supervisors concerning problem such as
inherited defects, lack of maintenance of machines, poor tools or fuzzy
operational definitions.)
ARKA JAIN University, Jamshedpur, Jharkhand

16. Point -8
 Fear is the barrier to improvement. (So drive out fear by encouraging
effective two-way communication and other mechanisms that will enable
everybody to be part of change, and to belong to it).
Point -9
 Break down barrier between department and staff areas. (People in
different areas such as research, design, sales, administration and
production must work in terms to tackle problems that may be
encountered with products or service).
Point -10
 Eliminate the use of slogans, posters, and exhortations for the workforce,
demanding zero defects and new levels of productivity without providing
methods.
ARKA JAIN University, Jamshedpur, Jharkhand

17. Point -11
 Eliminate work standards that prescribe numerical quotas for the
workforce and numerical goals for people in management.
Point -12
 Remove the barriers that rob hourly workers, and people in management,
of their right to pride of workmanship. (This implies, abolition of the
appraisal of performance and of management by objective).
Point -13
 Institute a vigorous program of education, and encourage self-
improvement for everyone. (What an organization needs is not just good
people; it needs people that are improving with education).
Point -14
 Top management permanent commitment to ever-improving quality and
productivity must be clearly defined and a management structure creating
that will continuously take action.
ARKA JAIN University, Jamshedpur, Jharkhand

18. 2.Joseph M Juran:
 He preached that quality begins at the stage of designing and ends after
satisfactory services are provided to the customers.
 His famous definition for quality is ‘fitness for use’.
 He recommends a set of four important stages as
 1. Establish specific goals to be reached.(Identification of needs to done, focus on
specific project etc.)
 2. Establish plan for reaching goals (Development of structured process to achieve
this)
 3. Assign clear responsibility for reaching goals.
 4. Give rewards/ awards on the basis of result achieved.
ARKA JAIN University, Jamshedpur, Jharkhand

19. Quality achievement, according to Juran is possible through various
initiatives that are the basis of his famous quality Trilogy, the main
components of which are
Quality planning
Quality control
Quality improvement
For the purpose we have to give emphasis on the following points listed
bellow
 Build awareness of the need and give an opportunity for improvement.
ARKA JAIN University, Jamshedpur, Jharkhand

20.  Set goals for improvements.
 Organize to teach the goals (establish a quality council, identify problems,
select project, appoint teams, designate facilitators)
 Provide training.
 Carry out projects to solve problems.
 Report progress
 Give recognition
 Communicate results
 Keep score
 Maintain momentum by making annual improvement part of the regular
systems and process of the company.
ARKA JAIN University, Jamshedpur, Jharkhand

21. ARKA JAIN University, Jamshedpur, Jharkhand
Armand V Feigenbaum:
 Feigenbaum was the originator of the term “Total Quality Control”
 He believed that significant quality improvement could be achieved by
the participation of everyone in the organization.
 Fire-fighting quality management should be replaced with clear,
customer-oriented quality management which the employees
understand and can commit themselves to.
 Feigenbaum believed that the goal of Quality improvement was to
reduce the total cost of quality to as low a percentage as possible.

22. ARKA JAIN University, Jamshedpur, Jharkhand
Philip Crosby:
 Philip Bayard Phil Crosby was a businessman and Author who contributed to
management theory and quality management practices.
 Crosby’s approach revolves around the zero defects program.
Crosby’s Philosophy:
 Quality means conformance to requirements not elegance
 There is no such thing as quality problem
 There is no such things as the economics of quality. It is always cheaper to do
the job right the first time.
 The only performance measure is the cost of the quality
 The only performance standard is zero defects

23. ARKA JAIN University, Jamshedpur, Jharkhand
 Crosby provides a holistic view of quality. The roots of his philosophy can
be found in the following five absolutes of quality managements:
Quality means conformance to requirements and not elegance.
 There is no such things as quality problem.
 It is always cheaper to do things right the first time; The only
performance measurement is the cost of quality.
The only performance standard is zero defects.
 He had put forth the 14 steps of implementation quality programs in an
organization.
To operationally the 14 steps program he has provided number of tools
like quality maturity grid’ “Make Certain Program” and “Management
Style Evaluation”

24. Crosby’s 14 Steps to Quality are:
 Management Commitment .
 From Quality Improvement Team.
 Management Perspective.
 Determine Quality Measures.
 Evaluate the Cost of Quality.
 Quality Awareness.
 Correction Action.
 Ad hoc Committees and Zero Defects Programs.
 Training of Supervisors and Managers.
ARKA JAIN University, Jamshedpur, Jharkhand

25.  Zero Defect Day.
 Goal Settings.
 Error cause removal.
 Recognition.
 Quality Councils.
 Do it over again.
ARKA JAIN University, Jamshedpur, Jharkhand

26. THANK YOU
STAY SAFE
&
STAY HEALTHY
ARKA JAIN University, Jamshedpur, Jharkhand